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Customer Engagement Manager

2 months ago

Sacramento, California, United States Emtrain Full time
Client Success Specialist Job Overview

Salary Range: 80-100K Base Salary

Emtrain is transforming the realm of online compliance and cultural training. Our client success team is essential in collaborating with stakeholders to enhance the utilization of our eLearning and Analytics through the EmtrainAI learning experience platform. Our Client Success Specialists work across various departments to access and direct the necessary resources to guarantee client satisfaction. This role is designed for individual contributors.

Key Responsibilities:
  • Act as the primary contact for a specific group of clients on a daily basis.
  • Ensure the effective implementation of regulatory compliance and workplace culture training programs, including courses and microlessons. Empower program managers and learning administrators through expert-level technical support on the EmtrainAI platform.
  • Develop relationships with additional stakeholders in Human Resources, Diversity & Inclusion, Learning & Development, Business Compliance, Legal, Organizational Design, Employee Relations, and People Analytics within your client portfolio. Identify opportunities for additional content deployment and analytics usage.
  • Respond promptly to client needs and priorities, facilitating quick resolutions to support issues and addressing inquiries related to content, laws/regulations, culture, or training initiatives. Guide clients to solutions utilizing Emtrain's products and services, and enhance communication efficiencies tailored to the size and scope of your client portfolio.
  • Conduct Quarterly Business Reviews with all designated clients, in collaboration with Client Account Executives. Schedule a minimum of three QBR meetings per client each year, focusing on strategic reviews that utilize the Business Review Deck and assess the client's live EmtrainAI instance with various senior stakeholders and program managers present.
  • Maintain accurate Salesforce Account and Contact data for each client, ensuring reliability. Contribute to Account Plans for each client and stay informed about organizational changes that may affect the relationship (e.g., key personnel changes, mergers, layoffs). Proactively identify and relay sales expansion opportunities to Client Account Executives.
Essential Skills and Qualifications:
  • Proven experience in leading discussions and delivering presentations to diverse audiences, from administrators to executives, with the ability to influence outcomes and address objections.
  • Sales acumen to identify new key stakeholders, drive product adoption, and sustain high-touch relationships.
  • Experience in startup or growth-stage environments.
  • Background in B2B SaaS.
  • Exceptional verbal and written communication skills, with the ability to simplify complex issues and adjust tone for various audiences.
  • Strong problem-solving abilities combined with a proactive approach to finding and implementing solutions efficiently and effectively.
This position requires a self-motivated individual who is results-driven, entrepreneurial, and demonstrates strong initiative. Familiarity with corporate HR and diversity & inclusion initiatives is advantageous.

About Emtrain

At Emtrain, we are dedicated to fostering healthy and respectful workplaces. As our organization expands, we seek to add talented, passionate individuals to our team. We collaborate with culture-driven companies such as Workday, Cisco, Genentech, Yelp, Glassdoor, and Indeed. Emtrain provides an innovative eLearning and Analytics solution aimed at cultivating healthy workplace cultures. We are a woman-owned, women-led organization that values flexibility, with remote employees across the United States.

In addition to competitive salaries, we offer a comprehensive benefits package that includes:
  • Stock Options
  • Unlimited PTO
  • Health Insurance
  • Dental Insurance
  • Vision Insurance
  • Pet Insurance
  • Mental and Emotional Health Benefits
  • Tuition Reimbursement
Emtrain is an Equal Opportunity Employer committed to creating a safe and inclusive environment for individuals of all backgrounds.